Air Canada Contact Centre Manager

Lead Air Canada contact centre performance through coaching, customer service leadership, and operational problem-solving. This role requires flexibility across evenings, weekends, and holidays.The Operations Manager coaches employees against team metrics and develops service-focused behaviours. You will monitor calls, support product launches, explain company decisions, and resolve complex employee, customer, and operational issues. The position also involves local initiatives, management meetings, and workforce collaboration.Key Responsibilities:
Coach employees toward productivity and service objectivesMonitor calls for demeanour, accuracy, and policy conformanceSupport new product and service launchesManage absenteeism, corrective actions, and employee recognitionCoordinate safety, operational, and customer service standardsRequirements:
Leadership, coaching, and employee development skillsStrong customer focus and professional communicationCritical thinking, judgment, and complex problem-solving abilityMicrosoft Word, Excel, and Outlook experienceAvailability for evenings, weekends, holidays, and required travelBring coaching, sound judgment, and customer-focused leadership to Air Canada’s contact centre operations and workforce initiatives.
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